Callminer

DECEMBER 28, 2014

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

182

182

CX Journey

DECEMBER 30, 2014

'Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? Did you add any new ones mid-year? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

Customer Experience 66

Customer Experience Touchpoint Customer Journey Map Customer Acquisition 66

1 to 1

DECEMBER 31, 2014

'As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world. Here are the worst customer experiences in 2014.

Customer Experience 51

Customer Experience Sports Customer Loyalty Technology 51

CX Journey

JANUARY 2, 2015

'Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem. It appeared on their blog on August 21, 2014. If knowing is half the battle, what''s the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons.

CX 61

CX Customer Journey Map Customer Expectations Customer Experience 61

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1 to 1

DECEMBER 29, 2014

'Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today''s hyper-connected world. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Technology 51

Technology Technology 51

1 to 1

JANUARY 2, 2015

'On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms'' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors.

CX 49

CX Customer Loyalty Customer Service Customer Experience 49